Mitigating the risk to fulfilment for leading utilities provider, npower
THE CHALLENGE
Following a challenging period for npower, greenbean were engaged to attract and deliver 40 permanent Customer Advisors to manage increased call volumes. Uncertainty in the utilities market combined a saturated customer service market area and time of year, which was the festive period, meant that the risk of candidate drop-out would be higher than usual, so our candidate funnels needed to be wider to mitigate the risk of non-fulfilment
THE SCOPE
- Permanent recruitment of high-quality Customer Service Advisors x 40
THE SOLUTION
- Deployed on-site account managed model and off-site central resourcing delivery team
- Branded, targeted attraction campaign design & management by our in-house marketing team
- Designed & managed bespoke assessment and selection process including pre-screening, testing, interview, assessment centre and offer management
- Successful on-boarding facilitation and engagement process
THE RESULT
- 100% Fulfilment of hires across 3 different departments achieved
- 238 Pre-screens |142 Telephone interviews | 116 Assessments | 40 Offers | 0 drop-out
- Awarded exclusive recruitment partner status for all UK-wide volume contact centre and administrative recruitment
“We engaged with greenbean to fulfil a set of requirements our incumbent provider were struggling to fulfil. They quickly understood our needs, built out the assessment process and provided quality candidates in a really short space of time. This positive can-do approach means we remain engaged with them for our future needs.”
npower